Pre Tenancy Support Officer

Role Title: Pre-Tenancy Support Officer

Hours: 35 hours per week, Monday - Friday

Salary: £29,876 - £37,346 per annum

Contract: Permanent

Location: Dartford / Agile

Interviews will take place week commencing 16 March 2026

About the role

We are seeking a proactive and customer-focused Pre-Tenancy Support Officer to join our Income and Advice Services team.

As our Pre-Tenancy Support Officer, you will help new tenants get off to a strong and stable start in their new home. You will check that customers can afford their rent and bills, talk through their finances with them, and make sure they understand their responsibilities before they sign their tenancy. Your role is key to making sure tenancies are sustainable from day one.

You will work closely with the Lettings team to pick up on any support needs identified during referencing. This could include helping someone budget, explaining rent in advance, supporting with benefit claims, or checking they are receiving all the income they are entitled to.

You will also spot when someone may need extra help and arrange support from internal teams or external agencies where needed. Throughout, you will keep clear records, manage your caseload, and focus on giving practical, straightforward support that helps customers succeed in their tenancy.

What We’re Looking For

Essential Experience & Skills

• Experience in customer-focused roles, advice or support work, preferably in housing, social care, or the voluntary sector.
• Basic to intermediate knowledge of welfare benefits (e.g., Universal Credit, Housing Benefit, Council Tax Support) and an understanding of how they impact household income and tenancy sustainability.
• Awareness of financial management concepts, such as budgeting, rent affordability, and income/expenditure planning.
• Awareness of support delivered via social services, children’s services and mental health teams. Ability to form strong working relationships with external agencies across a wide geographical area.
• Ability to conduct straightforward affordability assessments.
• Strong communication skills, with the ability to explain information clearly, empathetically, and in plain language.
• Ability to recognise when customers may need additional support and escalate appropriately.

Why join us?

We’re one of the top 30 housing associations in England, with homes across London, Kent, Essex, and Sussex. Our purpose is to open doors to better lives for our customers - and we know this begins with excellent complaint handling.

We’re proud to have been recognised as one of The Sunday Times Best Places to Work 2025, based on our own employees’ feedback. Join us and help shape a fairer, more transparent housing experience for all.

To apply, please complete our application form in full via our career's website (see link below). We’re keen to understand your interest in the role and how you meet the requirements, so please make full use of the spaces provided to tell us about your experience, skills, and what makes you a great fit for our team.

This is an exciting opportunity to step into a role where you’ll make a real impact. For more information, please see here the full job description: pre-tenancy-support-officer.pdf

In return, you’ll receive:

Excellent benefits. For more info, check out our employee benefits video here: Our employee benefits: what we can offer you (youtube.com)

Want to know more about Moat?

Follow us on social media to see the latest updates and hear from our employees:

LinkedIn: @moathomes

Facebook: Moat Homes

Ready to make an impact?

If this sounds like the role for you, apply by Thursday 5 March 2026 and be part of something bigger!

We encourage you to apply early, as we may close the advert before this date if we receive good interest. We're looking forward to reading your application!

If you require any additional adjustments to the recruitment process, please email peopleservices@moat.co.uk